Terms&Conditions

Building Codes & Installation

Any reference to code is per the Stair Manufactures Association interpretation of the 2003 international residential code. These codes may have changed or not apply in your local area. It is the customer's responsibility to verify local building codes. Stair Rail Direct takes NO responsibility for the installation.

Cancellations

Orders may be cancelled as long as they have not been shipped and as long as the items are a normal stock item. Special order items may not be changed or cancelled once the order has been processed. Once a special order process has been set in motion, it can not be reversed.We will do our best to help.

Maple, Mahogany, Brazilian Cherry, Cherry & some poplar woods are special order items.

Ordering

Before Ordering

We recommend getting together your parts list before placing the order. We will be happy to help you with your list. We can help you figure a list by giving us your info. Remember You Are Responsible for the final list and any building codes that must be followed. If you are not doing the install, please have your installer measure the stairs and create a parts list. As every stair case is different & many jobs require additional parts, please consult a local professional for help.

After order is placed, we will normally ship the order by the next buisness day of all in stock items. Back ordered items will be shipped as soon as they become available. Special order items will take longer.A confirmation of your order will be emailed to you as well as any shipping information as it becomes available.

Shipping time usually takes 3-5 business days. You will be notified when your order has been shipped. You will be updated on all shipping info as it becomes available.

Special or custom orders take approximately 2-3 weeks before they are shipped.

We reserve the right to refuse any order, for any reason.

We are not liable for pricing errors. If a pricing error occurs, we will notify you promptly.

Returns

If for some reason you receive a defective item due to material or manufacturing, call us and let us know Before finishing or installing (with in 3 days after receiving materials). We will either repair, replace the product, or issue a prompt refund, at our option.If a replacement is to be sent, we will charge your credit card when it is shipped, then credit back the same amount when we receive the defective goods. We will include a RGA number with instructions.

Irregular grain paterns, color variations and glue seams are some examples non-defective products and are considered as acceptable.

Claims for shortages, breakage or damage must be made directly with the trans portation company. Claims for shortages or defects must be made within one (!) day after shipment is received. No claims will be accepted after this.

Shipping charges are non refundable.

If you would like to make a return, you can request by emailing us or by phone. No returns will be accepted without a RGA #.

Returns must be approved first and if approved, will be subject to a fee of 25%. You may always give us a call first, before ordering.

Special order items are not returnable.

Maple, Mahogany, Brazilian Cherry, Cherry & some poplar woods are special order items & may not be returned.

Shipping/Receiving

All orders will be shipped UPS, FED EX or USPS. If railings are over 8' long or over 150 lbs., delivery will be made by freight company & additional charges will apply.All shipping charges will be added to invoice. You will be quoted on shipping before order is placed. You may always request a shipping quote by calling us or selecting "Quote Only" at check out.

We will use UPS, FED EX or USPS at Stair Rail Directs discretion. Orders over 8' or 150 pounds are shipped via trucklines.

Orders over $500 may be shipped "Indirect Signature Required".

Signature Required: We may send your package(s) "Signature Required" for orders of $500.00 or more. We may even do so for orders less in value if we feel it is necessary. This will be no additional charge for you.

UPS,FED EX or USPS There is a minimum charge of $10 for any shipping by these parcel deliveries.You will be given these shipping charges during checkout and before order is placed. Orders may or may not be shipped "signature required", please check with customer service if this is a concern for you. 8' lengths will be 95" for shipping purposes.

Freight company LTL deliveries We can not use parcel delivery for for any materials longer than 8'. We do have this service available as an option to you.We are always striving for you, our customer, for the best service provider & cheapest rate. Here are the current charges in general.... Minimum charge is $90, residential delivery adds a minimum of (usually) $42, Destination notification (if needed,carrier will call you and make speacial arrangements) at least $15, fuel surcharges will be estimated on mileage. We will be able to give you a more accurate price when we have all the information from your order. You must make sure that trucking company's truck will be able to make delivery to your location. These trucks are usually large (tractor trailers). It is your responsibility to assure that their are no restrictions for these types of trucks, such as (but not limited to) low power lines, narrow roadways, laws or regulations restricting these types of local deliveries etc...

Suggestions for avoiding LTL freight delivery charges To avoid additional LTL shipping charges, 2 lengths of hand rail may be joined together by using a rail bolt (#1020) or a #20 tandem cap fitting (pin top newel post required with fitting) to achieve lengths longer than 8'. Typically any rail over 8' long should have additional support in the middle for safety.(Check your local building codes)

Truckline deliveries require someone to be at the site that is responsible for accepting, inspecting and paying for the delivery.

Inspect ALL packages BEFORE signing receipt of shipment. If boxes are damaged, notify the driver and be sure driver makes a note of it on the delivery receipt. Please remember to keep all packaging.If material is damaged, you should refuse that material.

Open & inspect all packages immediately after receiving them. Claims for shortages or defects must be made within one (!) day after shipment is received. No claims will be accepted after this.

We are not responsible for loss or damage suffered in transit. All claims for merchandise lost or damage in transit must be made to the transportation company. No merchandise will be accepted for return or credit without prior authorization.